Customer Loyalty Member @ING Hubs Romania

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca. 

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services. 

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.  

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?  

The Mission

We are looking for a talented and enthusiastic Customer Loyalty Member to join our ClientServices Team. Are you service orientated, willing to go the extra mile to help the client and looking forward to working in an international, dynamic and quickly expanding team?

Your day to day

Even if you’ll start your day from the comfort of your home or drink your morning coffee in our office’s garden, your day will be quite similar when comes to tasks:

• Provide 1st line technical and functional support to our clients on a new, cross-product Commercial Banking interactive channel and related products
• You will assist clients in detecting technical and functional issues with channel related services and will use your extensive experience and knowledge to diagnose, prioritize, advise and resolve technical and functional problems.
• You will set up clients on the new channel and related services and take responsibility and coordinate the end-to-end administrative process.
• You will identify and bring forward suggestions for continuous improvement.
• You will be responsible for data investigation and analysis to complete clients’ requests.
• You will collaborate with other departments (internationally) to solve daily assignments via different channels within internal software to ensure that all the necessary data is gathered, registered and processed correctly.
• Seek help and/or escalate issues/queries when it is appropriate to do so to help resolve customer issues expeditiously.
• Actively participate in implementing Agile methodologies and maintain this working style.
• Ensure individual and team participation in Agile events (daily stand-ups and retrospectives) and keep these events effective.
• Engage in various local and international projects related to the department’s general activities or specific Client Services tasks as requested by management.

What you’ll bring to the team

• Education: Bachelor’s degree or completion of high school with an Economic profile, along with relevant experience and training in banking operations or accounting.
• Experience: At least one year of operational banking experience, preferably in a client-facing role, including servicing clients via phone, email, and chat.
• Professional Qualifications: Training in customer service and banking operations.
• Proficiency in MS Office.
• Language Proficiency: Fluent in Bulgarian (spoken and written) and solid knowledge of English;
• Professional Knowledge: Understanding of banking legislation and related regulations.
• Competencies:
  • Excellent client oriented attitude and client service skills (Patience; Attentiveness; Clear Communication Skills; Ability to Use "Positive Language").
  • Strong communication skills (oral and written).
  • Flexible.
  • Accurate.
  • Result-orientated team player with a positive drive.
  • Comfortable in a fast-changing environment.
  • Willing to learn every day in a continuously moving global environment with high expectations of service.
  • Ability to build and maintain effective collaborative relationships.
  • Stress-resistant and are able to exude calmness, for example, when incidents occur, and good organizational skills.

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).